Reinventing the hotel industry: supporting a strategic transformation in times of crisis

Category:

Strategy

Context

Faced with the upheavals caused by the COVID-19 crisis, a major player in the hotel industry accelerated the transformation of its organization. Restructuring teams, overhauling sales processes and streamlining digital tools were all challenges requiring structured, effective change management support.

Through consulting, training and coaching, the mission enabled the alignment of corporate and regional teams, reinforced the adoption of new tools, and provided change agents with the resources they needed to anchor the Group’s transformation in the long term.

Approach and methodology

Consulting, training, coaching and learning for corporate and regional teams.

Objective

Strategic and tactical change management support for teams impacted by the transformation program.

Results Achieved

Deployment of a structured communications plan, with six global communications to align all teams with the changes underway.
Training and coaching of eight regional teams, providing them with the tools and skills they need to effectively adopt the new processes and working methods.
Significant adoption of the new digital tools, with an average progression of 0% to 50% in five regions, demonstrating the teams’ heightened commitment.
The provision of a change management kit to teams in charge of transformation, facilitating the dissemination and appropriation of new practices.

Training

Reinventing the hotel industry: supporting a strategic transformation in times of crisis

An excellence-oriented training program for leading luxury brand

Optimizing customer experience: benchmarking and mystery shopping for a used car marketplace

Project Manager Officer in the luxury sector